Case Study: Mail2 achieves streamlined, faster customer support and eliminates duplicate notifications with Help Scout

Mail2 - Customer Case Study

mail2, a creative digital agency supporting 1,500 users across 150 organizations, was hampered by a help desk that sent duplicate push notifications, created overlap in messaging, and made day‑to‑day support inefficient. To fix this, the team adopted Help Scout, including its dashboard and mobile apps, to restore speed and simplicity to their customer support workflow.

Help Scout rolled out its platform (dashboard, customizable notifications, Traffic Cop duplicate‑reply prevention, attachment reminders and mobile apps), getting all users up and running in 20 minutes. The result: eliminated the duplicate notifications that had been consuming the team’s time (previously described as up to 12 hours a day), prevented overlapping replies, and enabled faster, more organized, and more human customer responses.

Mail2

Sydney Lynch

Product Support Specialist